IT Support Technician

The Company – For over 50 years Robertson Fuel Systems, a HEICO company, continues to be the world leader in the design, development, and manufacturing of crashworthy fuel systems. Engineered to help prevent post-incident fires, its fuel solutions save lives.

About the role

The mission of every Robertson employee is to execute their responsibilities with the #1 goal of saving and protecting the lives of service members across the globe. The Information Technology (IT) Support Technician is responsible for the support of end users and the technology they use. Support requests are received via email, phone, help desk tickets, and/or in person. The role reports to the Director, IT.

Responsibilities

• Work closely with, and at the direction of, the Director, IT to perform daily tasks related to the support and maintenance of, and collaboration with, technology users.
• Become familiar with IT technologies, solutions, and network designs specific to Robertson Fuel Systems.
• Install and support peripheral IT hardware such as monitors, keyboards, mice, printers, scanners, and other devices.
• Manage and track progress of issues via a Help-Desk ticket management system.
• Install, configure, upgrade, and troubleshoot approved software packages such as Windows, Office, and other business applications.
• Perform hardware troubleshooting, replacement, and upgrades to existing computer equipment as needed.
• Effectively present information and respond to questions from end users.
• Provide telephone, in-person, and online support to end users.
• Perform virus and malware detection, removal, and prevention.
• Provide updates, status, and completion information to managers and/or users via voice, email, or in-person communication.
• Escalate problems to software or hardware vendors when necessary.
• Provide initial training on systems and applications to end users.
• Rotate and log backup media as required.
• Identify and resolve problems in a timely manner; gather and analyze information skillfully; proactively look for ways to improve and promote quality and demonstrate accuracy and thoroughness in work product.
• Adhere to Export Control and Technology Control Plan (TCP) as applicable to job function.
• Adhere to Compliance Plan and Employee Policy Manual.

Please note this job description is not designed to cover nor contain a static listing of activities, duties, or responsibilities. Additional duties may be assigned.